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A great CRM system with room for improvement
Updated May 14, 2024

A great CRM system with room for improvement

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

We migrated to Zoho CRM from Salesforce during the pandemic when economic challenges happened. Upon comparison, Zoho CRM has more features available compared to other solutions. We use Zoho CRM to track sales leads, sales conversions, accounts, and many more including integrating to our Zoho Desk which is used by our helpdesk. This is to streamline all the processes and automate as much as possible as in the past there were multiple systems and multiple duplicate tasks that needs to be carried out in order to complete a particular process.
  • Customer Relationship Management
  • Email Marketing
  • Sales Leads and Conversions
  • Better integration with other solutions for data sharing
  • Better customer support
  • Better pricing
  • Reduced costs on similar platform
  • Increased revenues
  • Still lacking of much needed automation
While a number of features can be configured with much flexibility, there are still other important features and functionality that required further customisation. It would be great if users can be empowered with such ability on the system so that there's lesser need to seek Zoho team for assistance or enhancements.
Zoho system have made most of the customer service or helpdesk journey much easier. Other features or modules that is offered also provide end to end management of a customer or a task or a sale ensuring no duplication of tasks along the way and no need to multiple data entries or input.
Zoho has 10x more features than Salesforce which is included as part of its subscription. Many customizations are also available on self-service compared to Salesforce having to charge for every customization or configuration or setup. Additional features are also chargeable on Salesforce whereas Zoho has included it as part of its subscription.

Do you think Zoho CRM delivers good value for the price?

Yes

Are you happy with Zoho CRM's feature set?

Yes

Did Zoho CRM live up to sales and marketing promises?

Yes

Did implementation of Zoho CRM go as expected?

No

Would you buy Zoho CRM again?

Yes

Solved all our customer account tracking issues, sales leads, and tracking and email marketing. Need better integration with other solutions or even within the Zoho platform.

Zoho CRM Feature Ratings

6.7
Customer data management / contact management
7
Workflow management
7
Territory management
7
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
6
Quote & order management
6
Interaction tracking
6
Channel / partner relationship management
5
6.0
Case management
5
Call center management
5
Help desk management
8
6.5
Lead management
6
Email marketing
7
5.3
Task management
6
Billing and invoicing management
5
Reporting
5
6.0
Forecasting
6
Pipeline visualization
7
Customizable reports
5
5.0
Custom fields
6
Custom objects
6
Scripting environment
5
API for custom integration
3
6.5
Role-based user permissions
6
Single sign-on capability
7
6.0
Social data
6
Social engagement
6
5.5
Marketing automation
6
Compensation management
5
7.0
Mobile access
7

Using Zoho CRM

50 - Helpdesk, customer success, sales, finance, operations
2 - Helpdesk Manager and Customer Success Manager
  • Product and Solutions Support
  • Sales Lead
  • Customer Relationship Management
  • Automate end to end tasks
  • Seamless integration for helpdesk functionalities ie phone, email
  • Financial management
  • invoicing and lead generation
Systems are easy to use and learning curve is low with ability to onboard new users to use the system easily

Configuring Zoho CRM

Certain areas are too complex to configure but generally, overall it is a step-by-step guide [that] enables most people to be able to configure it without many issues or help needed from support. Making it easier to configure and use is the key success of software solutions as then it will need less interaction with support or experts from the software provider.

Using Zoho CRM

Overall it is still an easy system to use with an easy learning curve. Teams pick up the system within a short period of time. Therefore overall, it is quite a good solution to use and have all the needed features to perform customer relationship management tasks. More room for improvement such as better integration within its own Zoho platform.